How can we help you?

Top frequently asked questions

You can check when your order was dispatched in the My Orders section of your account - we estimate 3 - 7 working days for it to arrive with you. However, we do face postal delays sometimes. If this does happen we have to wait 15 working days before the postal services will allow us to file a lost in post claim and issue you with a refund/replacement (stock dependent).

We're sorry to hear your order didn't arrive with you in perfect condition, can you please send images of the damage, along with your order number, to our customer services team at Contact Us form so they can look into this for you.

We do aim to dispatch orders as soon as possible but if we catch it in time we will be able to cancel it for you. If your order is not already being picked then you can cancel it in your My Orders section of your account. Simply find the order in question and press the red 'Cancel' button. If we are able to cancel it for you we will of course issue you with a refund. If the order has already been dispatched then we will ask you to return it to us before we can issue a replacement or a refund.

We do aim to dispatch orders as soon as possible but if we can catch it in time we will be able to change the address on it for you. Please email our customer services team at Contact Us form. Include the phrase "CHANGE OF ADDRESS" in the subject line and your order number in the email and if our customer service team get to your email before your order is dispatched your address will be updated for you. If the order has already been dispatched then we will have to wait for it to be returned from the incorrect address before we can issue a replacement or a refund.

If the item is unwanted we will only be able to accept a return if it is unopened and still sealed. If you wish to return your item for other reasons such as, the item arrived damaged or faulty please explain the fault by getting in touch with our customer services team using the Contact Us form. From there we will be able to take the necessary steps to get your item back to us.

Email codes are sent out Monday to Friday, 9am - 5pm (UK Time - This doesn't include bank holidays). Due to strict payment and fraud checks, codes can take up to a maximum of 24 hours (within the Mon - Fri 9am - 5pm GMT time frame) from the point of ordering to be sent. Please check your spam folder to make sure it's not filtered into there as this is often the case.

Pre-orders have a strict 'street date' preventing early delivery but are dispatched as soon as we receive the stock - this is usually on or just before the stated release date. We will work hard to make sure you get your item as soon as possible. Unfortunately, this does mean we cannot guarantee this will arrive on or before the release date.

We're sorry to hear you are having trouble using your code. Sometimes the O's are mistaken for ZEROS, S for FIVE, I for ONE, V for Y, also VV for W so please substitute these in and try again. If you are 100% sure you're entering the code correctly, or its simply stating it has already been used please send images of the code, it entered on screen and the error message shown, to our customer services team via Contact Us form.

Unfortunately, we don't currently offer a tracked service. You can check when your order was dispatched in the My Orders section on your account and we estimate 4 - 12 working days for it to arrive with you. However, we do face postal delays sometimes. If this does happen we have to wait 15 working days before the postal services will allow us to file a lost in post claim and issue you with a refund/replacement (stock dependent).

If 12 working days since dispatch have already passed, please get in touch with us via our Contact Us form and we will take a look at it for you.

Products

The majority of video games supplied by shop4dk.com are PAL format, unless otherwise stated. PAL the standard for games commonly used in UK, Europe, Australia and New Zealand, while NTSC is the more commonly used format in North America and Canada. PAL video games are compatible on NTSC consoles. Some NTSC games may require a local PSN/Xbox Live account for future DLC, though if this is the case this will be included in the product description.

In your account under Communication Centre you can un-tick the types of emails you do not wish to receive. If you are still receiving promotional emails after you have unticked the options please let us know and we will have this fixed for you straight away.

My Order

You can check when your order was dispatched in the My Orders section of your account - we estimate 4 - 12 working days for it to arrive with you. However, we do face postal delays sometimes. If this does happen we have to wait 15 working days before the postal services will allow us to file a lost in post claim and issue you with a refund/replacement (stock dependent).

We do aim to dispatch orders as soon as possible but if we catch it in time we will be able to cancel it for you. If your order is not already being picked then you can cancel it in your My Orders section of your account. Simply find the order in question and press the red 'Cancel' button. If we are able to cancel it for you we will of course issue you with a refund. If the order has already been dispatched then we will ask you to return it to us before we can issue a replacement or a refund.

We do aim to dispatch orders as soon as possible but if we can catch it in time we will be able to change the address on it for you. Please email our customer services team at Contact Us form. Include the phrase "CHANGE OF ADDRESS" in the subject line and your order number in the email and if our customer service team get to your email before your order is dispatched your address will be updated for you. If the order has already been dispatched then we will have to wait for it to be returned from the incorrect address before we can issue a replacement or a refund.

If the item is unwanted we will only be able to accept a return if it is unopened and still sealed. If you wish to return your item for other reasons such as, the item arrived damaged or faulty please explain the fault by getting in touch with our customer services team using the Contact Us form. From there we will be able to take the necessary steps to get your item back to us.

We're sorry to hear you are having trouble using your code. Sometimes the O's are mistaken for ZEROS, S for FIVE, I for ONE, V for Y, also VV for W so please substitute these in and try again. If you are 100% sure you're entering the code correctly, or its simply stating it has already been used please send images of the code, it entered on screen and the error message shown, to our customer services team via Contact Us form.

If you have used a voucher on an order which has been cancelled or refunded, the voucher will automatically reinstate itself and will be visible within the My Vouchers section of your account. If, for whatever reason, this does not happen please get in contact with us via the Contact Us form and we will look into it for you.

Stock

If the item you are looking for is not in stock then please enter your email address into the Back In Stock box provided on the product you would like and you will be notified by email when we have more stock in.

Delivery

We're sorry to hear your order didn't arrive with you in perfect condition, can you please send images of the damage, along with your order number, to our customer services team at Contact Us form so they can look into this for you.

Email codes are sent out Monday to Friday, 9am - 5pm (UK Time - This doesn't include bank holidays). Due to strict payment and fraud checks, codes can take up to a maximum of 24 hours (within the Mon - Fri 9am - 5pm GMT time frame) from the point of ordering to be sent. Please check your spam folder to make sure it's not filtered into there as this is often the case.

Pre-orders have a strict 'street date' preventing early delivery but are dispatched as soon as we receive the stock - this is usually on or just before the stated release date. We will work hard to make sure you get your item as soon as possible. Unfortunately, this does mean we cannot guarantee this will arrive on or before the release date.

Unfortunately, we don't currently offer a tracked service. You can check when your order was dispatched in the My Orders section on your account and we estimate 4 - 12 working days for it to arrive with you. However, we do face postal delays sometimes. If this does happen we have to wait 15 working days before the postal services will allow us to file a lost in post claim and issue you with a refund/replacement (stock dependent).

If 12 working days since dispatch have already passed, please get in touch with us via our Contact Us form and we will take a look at it for you.

We try to dispatch all orders within 24 hours of receiving payment so if your item has not been dispatched it is likely that the payment hasn't gone through successfully. Please check the My Orders section in your account to make sure that you don't still have to make a payment. Please also check that your item is not a pre-order or requires extra days for dispatch.

We're really sorry to hear this! If you paid by PayPal, please use the Contact Us form and send us both transaction IDs so we are able to look into this and refund the relevant transaction.

If you paid with Sage Pay you will have two transactions and more than likely one of the payments will have failed and one will have processed normally. With the failed payment transaction the money will have likely been taken out of your account or is being held by your bank. This payment should return to you within a couple of days but if it doesn't, get in contact with us and we will look into it further for you.